Scaling automation initiatives | Enterprises should select service providers that can ECHO their automation-led aspiration: Educate, Commit, Help, and Orchestrate
3 phases of enterprise automation adoption:opportunistic, siloed, and strategic.
The RPA market reached ~$700 million in 2018 and is expected to surpass $1 billion in 2019
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4 reasons not getting value from automation CoEs: no mandate, lack of capability, loosely defined roles, disconnect between strategy and objectives
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Enterprise perspectives on the 2019 global services market: five things to know – automation, business models, talent challenges, budget centers, and sourcing models / provider mix
4 ways intelligent virtual agents and humans can work together: a contact center example
IVAs can act as a unified user interface layer for multiple disparate systems that have distinct backends and enable them to work together
Intelligent virtual agents’ (IVA’s) evolving capabilities: Key changes in the IVA market in the last 12-18 months are enabling IVAs to handle much more complex interactions which is driving the ability to serve specialized needs across industries and horizontals
IVAs can act as a unified user interface layer for multiple disparate systems that have distinct backends and enable them to work together
5 reasons for Artificial Intelligence investments across industries